About the role

Technical Support Team Lead guiding six specialists for a 24/7 B2B SaaS platform serving hospitality and transportation operations. Owning escalations, KPIs, incidents, and support tooling.

Responsibilities

Directly manage a team of six technical support specialists
Work across multiple time zones and attend mandatory daily team meetings at 8:00 am and 11:00 am Pacific Time
Coach the team and close skill gaps to reduce escalations
Review the ticket queue daily and own escalation decisions
Serve as the primary escalation point before engineering
Assess severity and identify system-down emergencies
Make escalation decisions, including occasional after-hours escalation for genuine major incidents
Lead P1/system-down incidents, coordinate responses, keep affected clients informed, and produce root-cause reports
Resolve escalated issues permanently through support tools, code fixes, or documented procedures
Identify recurring tickets and drive root-cause fixes
Develop deep platform and client knowledge to resolve issues before engineering escalation
Partner with the Engineering Manager to prioritize and justify support tooling
Own KPIs including ticket volume, ticket age, backlog aging, First Response Time, Time to Resolution, reopen rate, and repeat-escalation rate
Monitor CSAT and act on its drivers
Run QA and case-quality reviews
Track stalled tickets and follow up with specialists
Champion AI-assisted support using Claude and Codex
Own procedure documentation in Confluence and expand the support knowledge base
Report directly to and work closely with the CEO

10+ years of technical support experience in a SaaS or software environment
5+ years leading or managing a support team
Deep, hands-on knowledge of the Atlassian suite (Jira, Jira Service Management, and Confluence) is strongly preferred
Strong Microsoft SQL Server and database background, with confident, hands-on SQL
Working knowledge of C#, sufficient to read backend code and reason about root cause
Track record of coaching support staff, managing performance, and running QA and case-quality reviews
Fluency in support KPIs and SLAs: First Response Time, Time to Resolution, backlog aging, reopen and repeat-escalation rate, and CSAT
Sound judgment on ticket severity and clear ownership of escalation decisions
Ability to master the platform and client base and become the team's technical authority
Comfortable using AI tools to accelerate troubleshooting and enablement
Strong written and spoken English
Self-starter who sets clear direction for the team
GitHub or source control familiarity is nice to have
Angular exposure is nice to have
French and/or Spanish is nice to have
Familiarity with SSO (SAML/OAuth) is nice to have

Remote work arrangement
Opportunity to lead a 24/7 support function
Direct access to and collaboration with the CEO
Professional coaching and team development responsibilities
Opportunity to work with Azure, SQL Server, C#, Angular, Jira Service Management, Confluence, Claude, and Codex
Opportunity to influence support tooling and automation
Opportunity to build and own the support knowledge base